Lexmark Service

Service Offerings   OnSite Service Information   Standard OnSite Service Level Next business day response, available in metropolitan and regional locations. Increased service levels available at additional charges. Metropolitan Regional Remote 8 Hour Response yes yes Available on Application 4 Hour Response yes yes Available on Application 2 Hour Response yes no no     Service Level Agreement (SLA) Definitions:   Metropolitan     Sites within metropolitan areas of Adelaide, Auckland, Brisbane, Canberra, Darwin, Hobart, Melbourne, Perth, Sydney and Wellington. Regional     Sites within 50 kilometres of an Authorised Lexmark Service Provider. Remote     Sites outside a 50 kilometre radius of an Authorised Lexmark     Service Provider. Business Hours     A Business Hour is an hour within the hours of operation for the    normal working days between the hours of 8:30am and 5:00pm. Business Day     A Business Day is defined as any day between the hours of     operation, Monday to Friday excluding statutory holidays. Response Time    The time between the initial call being placed with the helpdesk    until the service provider undertakes a positive repair action or    arrives onsite.